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Planning and Data

Before you set about creating a brand experience, you should be clear on what it needs to achieve – for the business and the customer.

That’s where we come in. Our world-beating planning team comprises marketing and CRM strategists, technologists, data analysts and market research professionals.

The team has a truly insatiable appetite for number-crunching. They’ll help you develop the big ideas on targeting, timing and proposition, before we add that dash of creative genius that compels your customers to act.

INSIGHT & STRATEGY

Solutions designed for the real world.

Our planners will help you get closer to whatever problem it is that you’re trying to crack. Using a combination of business and customer research and data, they’ll examine it from every perspective until they understand all the barriers to behaviour change.

Armed with this information, the agency can go on to help you inspire your organisation and/or customers.

INTERACTION PLANNING

Automated communications are so much better with a little forward planning.

Whether batched or automated, one-to-segment or one-to-one, each interaction represents an opportunity to manage value and strengthen the customer relationship.

At Carlson, our planners will help you create a dialogue whereby communications are planned in advance to react to changes in customer behaviour. So whenever the customer does something that suggests a change in their requirements, we can deliver a relevant, timely communication in response.

DATA

Many agencies are still struggling with the challenge of integrating on and offline data. We’re already doing it.

By combining offline and online data in powerful new ways, our Data team can create a single view of individuals, their transactions and their online behaviour.

The result is a fully managed customer experience. One that reacts to customer behaviour and serves appropriate messages, whether on-site, via emails or direct mail. And one that can be constantly improved and optimised to help drive greater profitability.

THE LOYALTY CONSULTANCY

Not every client is looking for a long-term relationship. That’s OK. We all have different needs. Thankfully, our in-house Loyalty Consultancy caters to them all.

Here’s a brief overview of the key services they can provide, along with a list of clients they’ve worked with.

Evaluation

  • Economic modeling and business case development
  • ROI and market impact assessment
  • Brand engagement health check and benchmarking

Insight and Primary Research

  • Concept design and testing
  • Relationship Strength™ research into brand engagement drivers
  • Trade-off (conjoint) analysis
  • Segmentation modeling
  • Lifetime value analysis

Technology

  • Technology requirements definition
  • Tool evaluation and selection

Strategy

  • Proposition development
  • End-to-end engagement platform design
  • CRM and brand engagement roadmap
  • Cross-product loyalty planning
  • Customer experience mapping

They’ve already helped deliver loyalty solutions for all the following blue-chip global clients.

  • A national flag-carrier airline
  • A major retail banking group
  • The world’s biggest soft drink brand
  • A popular low-cost airline
  • A top Middle Eastern telecommunications provider
  • A leading petrol retailer.

EVALUATION

Measurement is part of the vision.

At Carlson Marketing, we believe evaluation should be a key part of the business case and part of an ongoing programme of improvement. Not left until the end, as so often happens elsewhere.

The fact is, if we can’t measure it, we shouldn’t do it. That’s why we work closely with many of our clients to develop an economic model for each project. In considering that model we can define how success should be evaluated and performance improved.



Creative & Brand Experience Design

We don’t do Creative Briefs at Carlson Marketing. We have Action Briefs instead.

Why do we call them Action Briefs? Because we start every job by asking what is it we want the audience to do as a result.

Instead of focusing on what the brand wants to talk about, we’re more concerned with how the brand should behave. After all, the consumer and the brand both have a key role in bringing its promise to life.

As we’ve mentioned before: what you do is a lot more powerful than what you say.

We create experiences that prove your brand’s promise, in a way that encourages real interaction.

Our next step is to determine which mix of media channels will enable the brand to bring this promise to life and allow the customer to get actively involved.

Sometimes it’s just one channel. More often it’s a powerful combination of several. It’s an approach which ensures that through every touch point, the customer takes away a single focused message.

The world is converging. At Carlson Marketing we’ve already come together.
 

DIGITAL

People talk about digital being simply a ‘channel’. But of course, there’s a lot more to it than that.

The digital revolution has changed market, consumer and brand dynamics faster than any previous technology. It has created new ways for consumers to interact and share information with brands, services and with one another. And these interactions now happen in real time – whenever and wherever consumers choose.

Brands are no longer in total control of their message – but can use digital media to get closer to consumers and their conversations.

The geek shall inherit the Earth

At Carlson, we specialise in creating digital experiences that allow consumers to engage with brands. We have an in-house creative and digital team working across the full range of digital disciplines; from online advertising and social media to website development, email and mobile communications.

Key to our success is not only having the ability to create ideas that drive consumer engagement, but the skills and tools to measure those interactions and determine the next brand response.

Our digital client list includes Coca-Cola, BT, Hyundai Motors, Müller, Anchor Butter and De Vere Hotels.

LOYALTY AND RELATIONSHIP MARKETING

One-off encounters can be so unrewarding.

To encourage people to develop a meaningful, ongoing relationship with your brand, you have to be relevant, entertaining or useful. And preferably all three.

At Carlson, we create multi-media brand experiences that bring you closer to customers. Whether on or offline (typically, it’s a combination of both), we select our media according the objective, role for the communication, audience and strategy.

Using our digital expertise, we can help you create a dialogue in multimedia with audio, video, and animation – whether human or computer generated. Which means brands can be more personal, relevant and engaging than ever before.

We can also identify, capture customer interactions in more ways that you can imagine – and enable your brand to respond electronically in real-time.

By creating relationships that build trust and commitment from the customer, we’ve achieved outstanding results for clients like Coca-Cola, Müller and Arla Foods. And created work we can all be proud of.

PROMOTIONAL MARKETING

All the best relationships have to start somewhere.

Whether you’re looking to encourage a change in behaviour or reinforce an existing one, sales promotion is an opportunity for customers to engage with your brand – and a chance for you to drive the resulting short-term sales.

With a bit of savoir-faire, it can be used to nurture ongoing relationships and encourage more loyalty.

At Carlson, we understand the three critical audiences of successful sales promotion: the consumer, the brand, and the trade. This understanding is key to changing the ways customers think and behave. 

From collector schemes to prize draws, giveaways and BOGOFs, we’ll help you say and – more importantly, do – all the right things.

FACE-TO-FACE

However you want to get in front of your customers or employees, we’ll help make the experience more meaningful.

Field Marketing

It could be a moment on the lips at an in-store sampling, a brief encounter at a trade show or an interview with a man dressed as a banana.

However you do it, field marketing is a great way to get closer to your customers. It can foster a deeper, more emotional connection and build more profitable relationships. 

That’s because it gives the customer an opportunity to employ their full array of senses when interacting with brands. As opposed to just seeing or hearing about them. It gives you the option of controlling the conversation because the brand interaction happens in real time. And it’s a great way to extract data and carry out measurement.

Meetings & Events

Whether you’re launching a new product or engaging key clients (or staff), your event should live long in the memory.

An event, by definition, is a moment in time. If you don’t make it part of an ongoing relationship with the attendees, that moment will disappear – leaving you with little in the way of measurable outcomes.
We’ll engage your audience before, during and post-event, through a variety of communication methods, because we know sustained positive engagement delivers positive results. And we have a shelf-full of awards to prove it.

We can handle everything from small meetings and VIP incentives right through to large-scale conferences, events and congresses. We’ve already done it for global and European clients including Citrix, Oracle and RBSG.



Loyalty Management

It’s a common misconception that loyalty is all about cards, points and rewards. Really, it’s about winning hearts and minds.

Hard won and easily lost, loyalty grows out of trust and commitment. Shared interests. Common goals. And, like all the best relationships, you have to work at it.

We know loyalty back to front, so that’s exactly what we do. With a full-service offering that encompasses planning, consultancy, operations and marketing, we’ve inspired loyal – and profitable – customer behaviour across a range of industry sectors for the last 70 years.

These include FMCG, retail, automotive, financial services, telecoms, government, travel and leisure and more besides.

THE LOYALTY ENGINE

Every successful programme needs a finely tuned – and reliable – engine behind it.

We can work with our own proprietary, proven and quick to deploy software platform or a third party – whichever suits you best. Rest assured, we’ve plenty of experience of both.

We’ll integrate fully with your web presence and programme partners, so your customers can be 100% sure of a seamless experience.

And of course, we can host in shared or dedicated environments – and provide full disaster recovery facilities, depending on your specific requirements or budget.

REWARDS

Must-have rewards are one of the driving forces behind any successful loyalty, motivation, performance improvement programme.

Carlson Marketing has relationships with more than 50 partners, who can provide us with every conceivable kind of reward, across a wide array of categories.

Looking for something extra-special? We can even source (and manufacture) unique items to suit every budget. We can ship them using standard or high security fulfilment services, or electronically using e-vouchers. We’ll even manage any returns.

We’ve done this for all kinds of clients at both local and global levels – and we’ll comfortably handle whatever volumes you can throw at us.

MANAGEMENT INFORMATION

All the key areas of loyalty reporting come in our standard suite.

Our loyalty engine comes equipped with a suite of standard management information. This includes details of points earned and redemptions by type, supplier, channel (contact centre, Web, IVR) or promotion.

Through our partners we also produce stock level and fulfilment reporting including back orders, pending orders, stock due, returns and damages, and stock alert warnings.

LOYALTY COMMUNICATIONS

Personalised loyalty communications – served just the way the customer likes them.

We can deliver every conceivable loyalty communication, using all the key channels.

This includes paper or email statements with hundreds of thousands of variants, as well as triggered communications via SMS, email, white mail or by telephone. We can also incorporate coupons, vouchers, codes and bar codes, delivered online, offline or via mobile phone.

When it comes to response handling, we can offer you a up to 200 seats in our Service Centre to manage telephone-based loyalty enquiries. Our IVR systems allow customers to service their loyalty account 24/7 – even without internet access.



Technology

We have the technology to bring great ideas to life.

At Carlson Marketing we design, develop and manage proprietary and partner technologies to enable the delivery of powerful user experiences.

Our team of analysts, information architects, developers and quality assurance specialists is fully geared up to meet aggressive deadlines while retaining a quality focus on delivery.

Because we’re technology ‘agnostic’, we can focus on delivering the most effective systems for our clients, whether it’s across commercial platforms or Open Source.
 
We use the traditional development approach as well as RAD to deliver bespoke or off-the-shelf solutions.
 
We invest in our people to ensure they’re well trained and kept aware of the latest technologies, strategies and standards. This enables us to not only meet client goals today; it puts us in the best position to meet the challenges of tomorrow.

Our core services include:

  • Architecture & Use Case Development
  • User Experience Design
  • Application Development
  • Data Hosting & Management
  • Data Processing
  • Data Security
  • Infrastructure & Hosting
  • Platform management
  • Quality Assurance Practice



Service Centre

Want to talk to your customers by phone, email, instant messaging or SMS? In multiple languages? Not a problem.

We can provide customer service, account servicing, general enquiries, appointment setting, web support, product promotion, administrations, market research, and customer satisfaction through multiple channels.

Offering long-term or tactical campaigns, dedicated teams or shared resources, every solution is tailored to meet your objectives (and budget).

We can offer you up to 200 seats in a dedicated or bureau service

We use the latest technology to support full inbound and outbound, IVR, email, white mail, data capture and fulfilment.

We’re fully compliant with the most stringent regulatory standards, including PCI and ISO 9001. And we have full CCA accreditation.

Furthermore, we’ve managed high-level, loyalty-focused service centre operations for a number of distinguished clients.





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